POSITION SUMMARYThe Sales Excellence Trainer is a field-first, high-travel role responsible for training and coaching our in-home comfort advisors, technicians, and CSRs/booking agents. You'll inherit existing playbooks and scripts, systematize them into a scalable training curriculum, create new content, and spend the majority of your time in branches making sure it's being executed. This is not a classroom-only role — we need someone who can ride along with a tech at 8am and run a CSR coaching session by noon.Reports to: Director of OperationsTravel: 80% (multi-state branch visits)KEY RESPONSIBILITIESField Coaching & ExecutionConduct regular branch visits including ride-alongs with technicians, live call listening with CSR teams, and shadowing sessions with comfort advisorsProvide real-time, in-the-moment coaching — observe, score, coach, and re-score on a defined cadenceCertify branch and employee readiness before deploying new playbooks or scriptsPartner with branch General Managers to reinforce training standards between visitsContent Creation & Curriculum DevelopmentBuild and maintain a trade-specific training library (HVAC, plumbing, electrical) with purpose-built content by roleWrite CSR call scripts, objection handling frameworks, good/better/best option presentation guides, and membership pitch scriptsRecord role-play demonstrations for LMS use, including strong, average, and weak examplesAudit existing playbooks — keep what works, rewrite what doesn't, and build a content roadmap to close gapsProduce ride-along scorecards, field reference guides, and coaching checklists for branch managers to use independentlyAudience-Specific Training ProgramsIn-Home Comfort Advisors: full-cycle sales process, discovery questioning, proposal delivery, financing conversations, and follow-up cadenceTechnicians: in-home presentation skills, options-based selling, membership upsell techniques, and trust-building by tradeCSRs / Booking Agents: call conversion, scripting, urgency creation, price objection handling, and appointment accuracyContent SystematizationConvert tribal knowledge and informal playbooks into documented, scalable systemsUse performance data to identify training gaps and build content to close themPackage training content into role-specific reference cards, script summaries, and coaching guides for branch managers to deploy and reinforce independentlyPERFORMANCE METRICSCSR booking rate by branchTechnician average ticket value and options-presented rateMembership / maintenance agreement attach rateComfort advisor conversion ratePercentage of workforce trained and certified on current playbooksNew hire time-to-productivity by roleQUALIFICATIONS3–7 years of sales training experience in home services, field service, or a related trade industry — direct exposure to technician, CSR, or in-home sales environments requiredDemonstrated ability to create training content from scratch: scripts, playbooks, objection handling guides, and role-play scenariosSkilled facilitator and live coach with the ability to run group sessions and one-on-one coaching in the fieldExperience with field service management platforms; ServiceTitan strongly preferredComfortable using performance data to prioritize and target coaching effortsAbility and willingness to travel 80% of the time across multiple U.S. states — this is a firm requirementPREFERRED QUALIFICATIONSPrior experience in a PE-backed or multi-location home services environmentFamiliarity with membership / maintenance agreement sales programsExperience building or managing content within an LMS platformColumbia Home Services is an equal opportunity employer.
about 2 months ago